Storage, processing, and display of service desk performance metrics

ABSTRACT

An architecture for the storage, processing, and display of service desk performance metrics data for a service desk department may include a call management system (CMS), an issue tracking system, a performance metrics (PM) database, a PM database module, a PM display data module, and a PM client module. The PM database module may retrieve call statistics data from the call management system database and issue tracking data from the issue tracking system database, and store the data in the PM database. The PM client module may obtain call statistics data and issue tracking data from the PM database via the PM display data module. The PM client module may display the obtained call statistics data and issue tracking data in one or more user interface elements.

TECHNICAL FIELD

The subject matter disclosed herein relates to the electronic storage,processing, and display of data that represents service desk performancemetrics.

BACKGROUND

Many organizations have a service desk department that provides supportto customers or employees. The services offered by a service deskdepartment may vary depending whether the service desk department isinward-facing (serving workers of the organization) or outward-facing(serving outside customers of the organization), and depending on thepurpose of the service desk department within its larger organization.For example, a service desk department may provide support for itsorganization's Information Technology (IT) infrastructure. When a workerin the organization has an issue using her computer, the worker may callthe service desk department to report the issue.

The benefits of a service desk department are particularly vital toorganizations such as insurance providers and financial servicesorganizations. Such organizations may have employees at a central homeoffice, as well as employees located in satellite offices throughout theUnited States and the world, and so may operate around the clock. Theseorganizations are expected to provide a high level of service to theircustomers. To provide a high level of service, these organizations relyon the expertise of their service desk departments to ensure that theinfrastructure supporting their employees is functional and effective.

A service desk department may use a number of different technologies tohelp manage and perform service desk functions. For example, a servicedesk department may use a call management system (CMS) to route incomingsupport calls to the service desk agents that work in the service deskdepartment. A CMS may route calls based on call volume, relativebusiness of different service desk agents, different areas of expertiseof service desk agents, or other factors. A CMS may also storeinformation related to incoming calls in a call database. The storedinformation may include, for example, the time of a call, the length ofa call, the customer who placed the call, which service desk agentreceived the call, or other information.

A service desk department may also use an issue tracking system tomanage workflow and keep track of reported service outages and servicerequests. When a user contacts the service desk department to report anissue, the agent handling the issue will open a new entry (in manysystems referred to as a “ticket”) in the issue tracking system. Theagent may then add additional data related to the issue to the ticket,such as the level of urgency of the issue, the users affected by theissue, or a detailed description of the issue. The ticket may then beassigned to a service desk agent to be resolved. When the assignedservice desk agent performs work on the issue, the ticket is updated toreflect the agent's progress. When an issue has been resolved, theticket may be updated to indicate that it has been resolved.

To ensure that a service desk department is performing as well as itshould, technologies are required to present information aboutperformance statistics to supervisors that manage service desk agents,as well as to the agents themselves. For example, a service levelagreement (SLA) may require that a service desk department answer callswithin a given period of time, or that issues must be resolved within agiven period of time. It is advantageous for supervisors to be able toview data such as call answer times and issue resolution times, so thatthey may assess whether agents on their team are regularly meeting theSLA or not. Similarly, if agents are able to monitor their ownperformance, they may be able to determine areas in which they may beable to improve their work habits. Therefore, new technologies arerequired that effectively display service desk performance metrics foruse by service desk supervisors and agents.

SUMMARY

A system for use by a service desk department in an insurance orfinancial services company includes at least one communicationsinterface, at least one processor, and a display device. The at leastone communications interface may be configured to receive callstatistics data from a call management system (CMS) database, whereinthe call statistics data includes data for each of a plurality ofservice desk agents for a given time period. The at least onecommunications interface may be further configured to receive servicedesk issue data from an issue tracking system database, wherein theservice desk issue data includes data for each of the plurality ofservice desk agents for the given time period. The call statistics dataand the service desk issue data may relate to interruptions in servicefor one or more systems related to submitting insurance claims,processing insurance claims, performing stock trades, maintainingcompliance with insurance laws, or maintaining compliance withSecurities and Exchange Commission (SEC) regulations. The at least oneprocessor may be configured to store the call statistics data and theservice desk issue data in a performance metrics database, and to callstatistics data and service desk issue data from the performance metricsdatabase. The display device may be configured to display a userinterface element. The user interface element may include, for each ofthe plurality of service desk agents: at least one area for displayingthe call statistics data obtained from the performance metrics databasethat corresponds to the service desk agent, and at least one area fordisplaying the service desk issue data obtained from the performancemetrics database that corresponds to the service desk agent.

A computer-implemented method for displaying service desk performancemetrics includes receiving call statistics data from a CMS database,wherein the call statistics data includes data for each of a pluralityof service desk agents for a given time period, and receiving servicedesk issue data from an issue tracking system database, wherein theservice desk issue data includes data for each of the plurality ofservice desk agents for the given time period. The method may furtherinclude storing the call statistics data and the service desk issue datain a performance metrics database and obtaining call statistics data andservice desk issue data from the performance metrics database. Themethod may further include displaying a user interface element, whereinthe user interface element includes, for each of the plurality ofservice desk agents at least one area for displaying the call statisticsdata obtained from the performance metrics database that corresponds tothe service desk agent; and at least one area for displaying the servicedesk issue data obtained from the performance metrics database thatcorresponds to the service desk agent.

A system for displaying service desk performance metrics includes atleast one communications interface, at least one processor, and adisplay device. The at least one communications interface may beconfigured to receive call statistics data from a call management system(CMS) database, wherein the call statistics data includes data for eachof a plurality of service desk agents for a given time period. The atleast one communications interface may be further configured to receiveservice desk issue data from an issue tracking system database, whereinthe service desk issue data includes data for each of the plurality ofservice desk agents for the given time period. The at least oneprocessor may be configured to store the call statistics data and theservice desk issue data in a performance metrics database, and to callstatistics data and service desk issue data from the performance metricsdatabase. The display device may be configured to display a userinterface element. The user interface element may include, for each ofthe plurality of service desk agents: at least one area for displayingthe call statistics data obtained from the performance metrics databasethat corresponds to the service desk agent, and at least one area fordisplaying the service desk issue data obtained from the performancemetrics database that corresponds to the service desk agent.

A computer-readable medium has processor-executable instructions storedthereon which, when executed by at least one processor, will cause theat least one processor to perform a method for displaying service deskperformance metrics. The method may include receiving call statisticsdata from a CMS database, wherein the call statistics data includes datafor each of a plurality of service desk agents for a given time period,and receiving service desk issue data from an issue tracking systemdatabase, wherein the service desk issue data includes data for each ofthe plurality of service desk agents for the given time period. Themethod may further include storing the call statistics data and theservice desk issue data in a performance metrics database and obtainingcall statistics data and service desk issue data from the performancemetrics database. The method may further include displaying a userinterface element, wherein the user interface element includes, for eachof the plurality of service desk agents: at least one area fordisplaying the call statistics data obtained from the performancemetrics database that corresponds to the service desk agent, and atleast one area for displaying the service desk issue data obtained fromthe performance metrics database that corresponds to the service deskagent.

BRIEF DESCRIPTION OF THE DRAWINGS

A more detailed understanding may be had from the following description,given by way of example in conjunction with the accompanying drawingswherein:

FIG. 1 shows an example architecture for the storage, processing, anddisplay of service desk performance metrics data for a service deskdepartment;

FIG. 2 shows a performance metrics display element that includesperformance metrics data for service desk agents over the course of agiven day or shift;

FIG. 3 shows a further performance metrics display element that includespast performance metrics data for a configured time period;

FIG. 4 shows a further performance metrics display element that includesperformance metrics data related to a single agent service desk agent;

FIG. 5 shows a further performance metrics display element that includespast performance metrics data for a configured time period on a per-teambasis; and

FIG. 6 shows a method for the storage, processing, and display ofservice desk performance metrics data for a service desk department; and

FIG. 7 shows a computing device that may be used to implement thefeatures described herein with reference to FIGS. 1-6.

DETAILED DESCRIPTION

FIG. 1 shows an example architecture 100 for the storage, processing,and display of service desk performance metrics data for a service deskdepartment. The example architecture 100 includes a call managementsystem (CMS) 110, a CMS database 112, an issue tracking system 120, anissue tracking system database 122, a PM database module 134, aperformance metrics (PM) database 132, a PM display data module 136, anda PM client module 146.

The CMS 110 includes a call management system database 112. The CMS 110may implement functionality for a service desk department such asautomatic call routing and the storage of data that describes the callsplaced by and/or received by service desk agents. The data may includeattributes such as the time and duration for each call placed via theCMS 110 and identifiers of the parties (e.g., the user/customer and theservice desk agent) making and receiving the call. The CMS 110 may alsomonitor and store, on a per-agent basis, the number of calls answered,the average call duration (or “average talk time”), the times duringwhich an agent is available, the times during which an agent is on abreak, a number of open service desk tickets that have been personallyassigned to the service desk agent, the number of redirect on no answer(RONA) calls placed to an agent, the total After Call Work (ACW) timefor an agent, and/or other metrics. The CMS 110 may store theabove-described data regarding call attributes and agent telephone usagein the CMS database 112.

The issue tracking system 120 may be used by a service desk departmentto record information about and track reported incidents and servicerequests. The issue tracking system 120 may store a “ticket” perreported incident or service request. The ticket may include data suchas the time the ticket was opened, the user/customer who initiated theticket, the service desk agent who opened the ticket, the service deskagent who is assigned to resolve the ticket, a current status of theticket, historical data regarding efforts made to resolve the ticket, orother data. The issue tracking system 120 may store this data in theissue tracking system database 122. The issue tracking system 120 mayinclude a web server (not depicted) or other server (not depicted) thatprovides an interface for adding new tickets, modifying ticketinformation, and/or viewing ticket information.

The issue tracking system 120 may be used by a service desk departmentto handle a variety of different issues. The issues may include, forexample, incidents or service requests related to software, hardware, orother infrastructure. As one example, the issue tracking system 120 maybe used by an internal-facing service desk department in an insuranceand investment company. In this example, employees of the insurance andinvestment company may contact the service desk department when theyencounter issues with the systems that they use to submit insuranceclaims for customers, process insurance claims, perform stock trades,maintain compliance with insurance laws, or maintain compliance withSecurities and Exchange Commission (SEC) regulation.

The PM database module 134 may retrieve data from the CMS database 112and the issue tracking system database 122, and may store the data inthe PM database 132. The PM database module 134 may retrieve and storeany of the types of data mentioned above as stored in the CMS database112 and/or the issue tracking system database 122. The PM database 132may also include data related to personal time used (PTU) and the amountand type of training that service desk agents have received. This datamay be added by the PM database module 134 after obtaining it from oneor more other databases (not depicted), such as a human resources orpersonnel management database. The PM database module 134 may beconfigured to retrieve data from CMS database 112 and/or the issuetracking system database 122 on a periodic basis, such as every fiveminutes, every ten minutes, once per hour, or at any other periodicity.Alternatively or additionally, any of the types of data mentioned abovemay be added to the PM database 132 via manual input from users.

The PM display data module 136 may provide data from the PM database 132to the PM client module 146. The PM client module 146 may display thereceived data using a display device (not depicted). The PM display datamodule 136 and PM client module 146 may be implemented using a number ofdifferent technologies. For example, the PM display data module 136 maybe a web server that includes or is connected to a server-side scriptingengine, and the PM client module 146 may be a web browser or similarapplication. In such an instance, the PM client module 146 may sendHyper Text Transfer Protocol (HTTP) requests to the PM display datamodule 136. The PM display data module 136 may receive the requests,obtain data from the PM database 132, and return web pages PM clientmodule 146 (described using, e.g., Hyper Text Markup Language (HTML))that include the obtained data. Appropriate server-side scriptingtechnologies for this purpose may include, for example, Active ServerPages (ASP), PHP: Hypertext Preprocessor (PHP), or Ruby on Rails (RoR).

Alternatively, the PM client module 146 may be a client applicationrelated to the display of database reports, such as Microsoft Accessclient application. In such an instance, the PM client module 146 maysend report queries to the PM display data module 136, which may obtainthe requested data from the PM database 132 and return the data to thePM client module 146 for display.

In a variation on the architecture 100 of FIG. 1, the PM client module146 may obtain data directly from the PM database 132, without the useof a module such as the PM display data module 136. This may beperformed, for example, by accessing the PM database 132 through a localor networked file system. Examples of appropriate file systems include,for example, file systems based on Server Message Block (SMB), NetWareCore Protocol (NCP), or Network File System (NFS) technology.

Each of the modules 134, 136, 146 shown in FIG. 1 may be implemented assoftware modules, as specific-purpose processors, or as combinationsthereof. When implemented as software, a module 134, 136, 146 may beimplemented as an executable program, an executable application, afunction, a method call, a procedure, a routine or sub-routine, a set ofprocessor-executable instructions, a script or macro, an object, a datastructure, or any other appropriate software construct.

The architecture 100 of FIG. 1 may be implemented using a number ofdifferent network topologies and computing devices. For example, each ofthe CMS110, CMS database 112, issue tracking system 120, issue trackingsystem database 122, PM database 132, PM database module 134, PM displaydata module 136, and PM client module 146 may be implemented using asingle computing device, as one or more separate computing devices, orspread across any two or more computing devices, in any combination.When spread across two or more computing devices, wired or wirelessnetworking may be used for communication between these entities 110,112, 120, 122, 132, 134, 136, 146. Wired or wireless network may involvethe use of technologies such as but not limited to Transmission ControlProtocol (TCP), User Datagram Protocol, Internet Protocol (IP),Ethernet, Digital Subscriber Line (DSL), Wireless Local Area Network(WLAN), wireless cellular technology, and/or any other appropriatetechnology related to wired or wireless communications. An example of acomputing device that may be used for the implementation of any or anycombination of these entities 110, 112, 120, 122, 132, 134, 136, 146 isthe computing device 700 that is described below with reference to FIG.7.

FIG. 2 shows a performance metrics display element 200 that may bedisplayed by the PM client module 146 of FIG. 1. In variousimplementations, the PM client module 146 may obtain the data displayedin the performance metrics display element 200 from PM database 132 viathe PM display data module 136, or directly from the PM database 132.The performance metrics display element 200 may be used to showperformance metrics data for service desk agents over the course of agiven day or shift. The PM client module 146 may obtain the datadisplayed in the performance metrics display element from the PMdatabase 132 via the PM display data module 136. The performance metricsdisplay element 200 includes a highlighted agent 202, an open queue area204, a data last updated area 206, a header row area 208, a first tablearea 210, and a second table area 212.

The first table area 210 and second table area 212 display service deskperformance metrics related to two different teams of service deskagents for a given day. The header row area 208 describes the types ofdata that are included in the first table area 210 and the second tablearea 212. As shown in FIG. 2, the first table area 210 and second tablearea 212 display service desk performance metrics on a per-agent basis.The performance metrics shown in the first table area 210 and the secondtable area 212 may include metrics related to data stored in the CMSdatabase 112 of FIG. 1, such as calls answered, calls per hour, averagetalk time, percentage of time available, break time, a number of openservice desk tickets that have been personally assigned to the servicedesk agent, personal calls, and total ACW. The performance metrics shownshown in the first table area 210 and the second table area 212 may alsoinclude metrics related to data stored in the issue tracking systemdatabase 122, such as a number of tickets submitted, a number of ticketsresolved, a percentage of tickets resolved, a number of tickets thatrequire agent follow up, and a number of tickets assigned to an agentthat have not been updated in a given time period (such as an hour, ashift, three days, or some other time period).

The data displayed in the performance metrics display element 200 may beperiodically configured to update or refresh so as to include currentdata. The performance metrics display element 200 may be updated in realtime, every five minutes, every ten minutes, once per hour, or at anyother periodicity. Alternatively or additionally, the user interfaceelement may update in response to input from a user. The last updatetime area 206 may indicate the last time the performance metrics displayelement 200 was updated. Alternatively, the last update time area 206may indicate the last time that the PM database module 134 obtainedupdated data from the CMS database 112 and/or the issue tracking systemdatabase 122.

The highlighted agent area 202 shows performance metrics data for aparticular service desk agent. Performance metrics data for the servicedesk agent may also be shown in the first table area 210 and/or secondtable area 212. The agent whose data is selected to be shown in thehighlighted agent area 202 may be determined in a number of differentways. For example, the row corresponding to an agent may be selected inthe first table area 210 or the second table area 212; in response tothe selection, the highlighted agent area 202 may be configured to showdata corresponding to the selected row. Alternatively or additionally,if the PM client module 146 includes login functionality, thehighlighted agent area 202 may be set by default to indicate datarelated to a service desk agent that has logged in to and is using thePM client module 146. The open queue area 204 may indicate the number ofopen tickets that are assigned to the service desk department for whichthe particular service desk agent works. Alternatively, the open queuearea 204 may indicate the number of open tickets that are assigned tothe particular service desk agent.

In the first table area 210 and the highlighted agent area 202, thedisplay of a user interface element that represents a performance metricvalue may be changed based on the level of performance reflected by thevalue. For example, first table area 210 includes a Calls Answeredcolumn, which indicates a number of calls answered by six service deskagents. In this example, Agent Four has a Calls Answered value of sixty.The remaining agents have values for this metric that are at forty orbelow. A goal in this service desk department may be that agents shouldanswer more than fifty calls per shift. A threshold that reflects thisgoal may be configured in the first table area 210, such that the cellsin the first table area 60 that correspond to a Calls Answered valueover fifty will be rendered differently than cells that correspond to aCalls Answered value of fifty or below. This is shown in the first tablearea 60, in that Agent Four's cell in the Calls Answered has a differentvisual appearance than the cells for the other agents. Further to thisexample, the first table area 60 also shows that agents have met or aremeeting performance goals in the Tickets Submitted, Tickets Resolved,Average Talk Time, Availability, and Personal columns.

The display of user interface elements to reflect a level of performancemay be implemented in a number of different ways. For example, the textin an element may be colored in a first color (e.g., green) to indicatean acceptable level of performance, and colored in a second color (e.g.,red) to indicate an unacceptable level of performance. Alternatively oradditionally, different fonts, highlighting, background coloring, and/orother approaches may be used to show the level of performance indicatedby a value. The different fonts, highlighting, background color, and/orother approaches may be applied in a graduated fashion, in accordancewith a performance metrics rating system used by a service deskdepartment. For example, a service desk department may rank values fordifferent performance metrics on a graduated one-to-five scale, where avalue of one indicates the highest level of performance and a value offive indicates the lowest level of performance. A first color (e.g.,green) may be selected to be used for performance metrics values thatcorrespond to values of one through three on the scale; a second color(e.g., red) may be selected to indicate a value of four to five on thescale. Alternatively, a first color (e.g., green) may be selected to beused for performance metrics values that correspond to a value of one onthe scale; a second color (e.g., red) may be selected to be used forperformance metrics values that correspond to a value of five on thescale; and a third color (e.g., yellow) may be selected to be used forperformance metrics values that correspond to values two through four onthe scale.

The performance metrics display element 200 may also be configured toinitiate the display of data from the issue tracking system 120. Thismay be performed, for example, based on a selection by a user of a userinterface element within the performance metrics display element 200that relates to the issue tracking system 120 and/or data from the issuetracking system database 122. As an example, a user may select a cell inthe Tickets Submitted column in the first table area 210 or the secondtable area 212. The selection may be performed, for example, by the userclicking a mouse or providing an input via a different type of inputdevice. In response to the selection, the PM client module 146 mayinitiate the display of information related to the selected tickets. Inan instance where the PM client module 146 is implemented as a webbrowser, the user interface elements in the performance metrics displayelement 200 that relate to the issue tracking system 120 and/or from theissue tracking database may include hyperlinks. When the user selects ahyperlink, the PM client module 146 may open the hyperlink and thecorresponding information from the issue tracking system 120 may bedisplayed. If the issue tracking system 120 includes a web interface,the information from the issue tracking system 120 may be displayed in adifferent window in the browser. Alternatively, selection of thehyperlink may initiate the display of the selected information in adedicated client application that is specific to the issue trackingsystem.

Although not shown in FIG. 2, the second table area 212 may also beconfigured to change the display of user interface elements based onperformance metric values, as described above with reference to thefirst table area 210. Although the performance metrics display element200 of FIG. 2 includes two table areas to display data for two teams ofservice desk agents, the performance metrics display element 200 may beconfigured to display any number of similar table areas related to anynumber of teams of service desk agents.

FIG. 3 shows a further performance metrics display element 300 that maybe displayed by the PM client module 146 of FIG. 1. In variousimplementations, the PM client module 146 may obtain the data displayedin the performance metrics display element 300 from PM database 132 viathe PM display data module 136, or directly from the PM database 132. Asdescribed in further detail below, the performance metrics displayelement 300 of FIG. 3 may be used to show past performance metrics datafor a configured time period. The performance metrics display element300 includes a time period area 302, a header row area 304, and a tablearea 306.

The time period area 302 indicates the time period for which performancemetrics data is displayed in the performance metrics display element300. As shown in the time period area 302, an example time period may beAug. 1, 2010 through Aug. 13, 2010.

The table area 306 displays performance metrics related to service deskagents in a service desk department during the given time period. Theheader row area 304 describes the types of data that are included in thetable area 306. The table area 306 displays service desk performancemetrics on a per-agent basis. The performance metrics shown include datarelated to data stored in the CMS database 112 of FIG. 1 for the giventime period, such as calls answered, average calls answered per hour,average talk time, and availability. The performance metrics shown alsoinclude data related to data stored in the issue tracking systemdatabase 122 for the given time period, such as a total number oftickets submitted, an average number of tickets submitted per workday orshift, a number of “status” tickets (i.e., the number of times the agenthas entered a status update regarding a ticket into the issue trackingsystem 120), an average number of “status” tickets (i.e., the numberaverage number of times the agent has entered a status update regardinga ticket into the issue tracking system 120 per workday or shift), atotal number of tickets resolved, an average number of tickets resolvedper workday or shift, and a percentage of tickets resolved. The tablearea 306 may display user interface elements differently based on thelevel of performance reflected by a performance metric, in a similarfashion to that described above with respect to the first table area 210of FIG. 2.

Although the performance metrics display element 300 of FIG. 3 showsdata for an example time period of Aug. 1, 2010 through Aug. 13, 2010,the performance metrics display element 300 may display data for anypast time period. For example, the performance metrics display element300 may show data for a period of seconds, minutes, hours, on aper-shift basis, and/or on a daily, weekly, monthly, yearly, ormulti-yearly basis. The time period used by the performance metricsdisplay element 300 may be based on, for example, a predeterminedconfiguration option and/or user input.

The performance metrics display element 300 of FIG. 3 may additionallybe configured to show only data related to a particular service deskdepartment team within a service desk department. In such an instance,only information corresponding to members of the team may be included inthe table 306. Information regarding the team may additionally bedisplayed in the performance metrics display element 300. For example,an identifier of the team and/or of the supervisor of the team may beincluded in the time period area 302, or in any other region within theperformance metrics display element 300. In such an instance, the teamfor which information is displayed in the performance metrics displayelement 300 may be based on, for example, a predetermined configurationoption and/or user input.

FIG. 4 shows a further performance metrics display element 400 that maybe displayed by the PM client module 146 of FIG. 1. In variousimplementations, the PM client module 146 may obtain the data displayedin the performance metrics display element 400 from PM database 132 viathe PM display data module 136, or directly from the PM database 132.The performance metrics display element 400 displays data that relatesto a single agent. The performance metrics display element 400 includesan agent information area 402, a performance metrics area 404, a calldata area 406, an issue tracking data area 408, a team leader notes area410, a positive user feedback area 412, a personal time used area 416, atraining classes area 418, and a training totals area 420.

The agent information area 402 shows information about the agent, suchas the name of the leader of the team on which the agent works, and thelocation where the agent works. The performance metrics area 404 showsperformance metrics related to data in both the CMS database 112 and theissue tracking system database 122. The data in the performance metricsarea 404 is shown on a per-month basis for the agent.

The call data area 406 shows information related to calls that the agenthas handled via the CMS 110. This information may include, for example,the time a call took place, the duration of the call, or the number of aticket (as defined according to the issue tracking system 120)associated with the call. The issue tracking data area 408 includesinformation related to tickets in the issue tracking system 120 withwhich the agent is associated. The issue tracking area 408 may includeinformation such as the date of a ticket, the number of a ticket, andthe priority for a ticket.

The team leader notes area 410 includes information regarding notes thatservice desk team leaders have stored in the issue tracking systemdatabase 122 regarding the agent's performance. This information mayinclude, for example, details regarding agent performance, behavioralitems that need to be addressed with the agent, or other information. Invarious implementations, this information may be stored in the issuetracking system database 122, and/or in the PM database. The team leadernotes area 410 may also be editable in response to user input, so that auser may edit the information and/or add additional entries regardingthe agent.

The positive user feedback area 412 includes information related totickets in the issue tracking system 120, for which the agent hasreceived positive feedback from the user/customer. The positive userfeedback area may include, for a given ticket, information such as theticket number, the name of the user/customer, information about theuser/customer such as the title of the user/customer and/or thedepartment or organization where the user/customer works, and commentsprovided by the user/customer.

The personal time used area 416 includes information about personal timeused by the agent. This information may be related to instances wherethe agent was late for work, and/or instances where the agent tookscheduled vacation time. The training classes area 418 shows informationrelated to training classes the user has taken. The training totals area420 shows information regarding how much training the agent hascompleted, and may also indicate how much training the agent is requiredto complete for a given time calendar year or other time period.

Although not shown in FIG. 4, the performance metrics display element400 may include additional performance metrics data related to theservice desk agent, such as but limited to data related to time entrycompliance for the service desk agent and survey responses related tothe service desk agent. Alternatively or additionally, the performancemetrics display element 400 may include one or more areas (not depicted)for displaying graphs and/or other display elements that show any or anycombination of the above-mentioned performance metrics for the servicedesk agent over time. For example, the performance metrics displayelement 400 may include an area (not depicted) that includes a graph ortable of calls per day and/or tickets opened per day by the service deskagent for a given time period such as a month or year. Further,performance metrics displayed in the graphs or tables may be displayedaccording to sub-periods. For example, a graph may display a performancemetric such as calls answered per day or new tickets opened per day on aper-monthly basis for a given twelve-month period.

FIG. 5 shows a further performance metrics display element 500 that maybe displayed by the PM client module 146 of FIG. 1. In variousimplementations, the PM client module 146 may obtain the data displayedin the performance metrics display element 500 from the PM database 132via the PM display data module 136, or directly from the PM database132. The performance metrics display element 500 of FIG. 5 may be usedto show past performance metrics data for a configured time period on aper-team basis. FIG. 5 shows a performance metrics display element 500that may be displayed by the PM client module 146 of FIG. 1. Asdescribed in further detail below, the performance metrics displayelement 500 of FIG. 5 may be used to show past performance metrics datafor a configured time period. The performance metrics display element500 includes a time period area 502, a header row area 504, and a tablearea 506.

The time period area 502 indicates the time period for which performancemetrics data is displayed in the performance metrics display element500. As shown in the time period area 502, an example time period may beAug. 1, 2010 through Aug. 13, 2010.

The table area 506 displays performance metrics related to service deskagents in a service desk department during the given time period. Theheader row area 504 describes the types of data that are included in thetable area 506. The performance metrics shown include data related todata stored in the CMS database 112 of FIG. 1 for the given time period,such as calls answered, availability, average talk time, and RONAS. Theperformance metrics shown also include data related to data stored inthe issue tracking system database 122 for the given time period, suchas a total number of tickets opened, a percentage of calls for which aticket was opened or updated by the service desk agent (i.e., anindication of the percentage of calls which resulted in the service deskagent opening a new ticket or updating an existing ticket), and apercentage of tickets resolved. The table area 506 displays the metricson a per-team basis, and each row in the table area 506 corresponds to adifferent team within a service desk department. The data in each cellin the table area 506 is aggregated and calculated based on the servicedesk agents in each team. As an example, the table area 506 shows datafor a team that is lead by Team Leader One. In the Tickets Opened cellthat corresponds to this team, the value would be based on the number oftickets opened by all of the service desk agents for this team. The sameapplies, mutatis mutandis, for the other performance metrics shown inthe table area 506.

Although the performance metrics display element 500 of FIG. 5 showsdata for an example time period of Aug. 1, 2010 through Aug. 13, 2010,the performance metrics display element 500 may display data for anypast time period. For example, the performance metrics display element500 may show data for a period of seconds, minutes, hours, on aper-shift basis, and/or on a daily, weekly, monthly, yearly, ormulti-yearly basis. The time period used by the performance metricsdisplay element 500 may be based on, for example, a predeterminedconfiguration option and/or user input.

As described above, the performance metrics display elements 200, 300,400, 500 of FIGS. 2-5 display particulars combinations of service deskperformance metrics data. In various implementations, each of theseperformance metrics display elements 200, 300, 400, 500 may show anycombination of types of performance metrics data that are describedabove as stored in the CMS database 112, issue tracking system database122, and/or the PM database 132, and/or that are described above asdisplayed in any of the other elements 200, 300, 400, 500. Inparticular, the combination of performance metrics data shown in anydisplay element 200, 300, 400, 500 may be tailed according to the needsof the service desk department within which the elements 200, 300, 400,500 are used. By way of example, the performance metrics data which aredisplayed in the context of the service desk department in an insurancecompany may be tailed for the business and regularly requirements facedby such a company.

As described above with reference to FIG. 2, the appearance of a userinterface element in the first table area 210 of performance metricsdisplay element 200 may be varied based on the level of performanceindicated by the performance metric represented by the user interfaceelement. In various implementations, the appearance of any userinterface element shown in FIGS. 3-5 for displaying performance metricsdata may based on the level of performance indicated by thecorresponding performance metrics data, in the same or a similar fashionto that described above with respect to the first table area 210 of FIG.2.

FIG. 6 shows an example method 650 for the storage, processing, anddisplay of service desk performance metrics data for a service deskdepartment. The example method 650 of FIG. 6 may be performed using thearchitecture 100 of FIG. 1, or any other appropriate architecture.

As shown in FIG. 6, call statistics data may be received from a CMSdatabase, and service desk issue data may be received from a servicedesk issue database (step 652). The received data may be stored in aperformance metrics database (step 654). Receiving the data and/orstoring the data may be performed, for example, by the PM databasemodule 134 of FIG. 1 or other appropriate module.

Call statistics data and service desk issue data may then be obtainedfrom the performance metrics database (step 656). This may be performed,for example, by the PM client module 146 of FIG. 1 or other appropriatemodule. The PM client module 146 or other appropriate module may obtainthe call statistics data and service desk issue data from, for example,the PM display data module 136 or other appropriate module.

The obtained call statistics data and service desk issue data may thenbe displayed in one or more user interface elements (step 658). Theobtained call statistics data and service desk issue data may bedisplayed by, for example, the PM client module 146 or other appropriatemodule. Each or any combination of user interface elements 200, 300,400, 500 described above with reference to FIGS. 2-5 and/or any otherappropriate display elements may be used to display the obtained data.

FIG. 7 shows an example computing device 700 that is configurable toimplement features described above with reference to FIGS. 1-6. Thecomputing device 700 may include a processor 704, a communicationsinterface 702, RAM 708, storage memory 710, graphics subsystem 712,display device 714, and system bus 706. The components 702, 704, 708,710, 712, and 714 may be operatively coupled via the system bus 706.

The processor 704 may be configurable to store and read data fromregisters and execute instructions that perform any feature orcombination of features described above with reference to FIGS. 1-6. Thecomputing device 700 may also include one or more additional processors(not depicted) which may be operatively coupled to the other components702, 704, 708, 710, 712, and 714 in the computing device 700 via thesystem bus 706.

The computing device 700 may receive input data through communicationsinterface 702. The communications interface 702 may be, for example, acommunications port, a wired or wireless transceiver or networkinterface, or an interface such as a Universal Serial Bus (USB)interface for receiving input from a user (not depicted) or an externalcomputer-readable medium (not depicted). The computing device 700 mayinclude additional data interfaces (not depicted). The storage memory710 may be, for example, a hard disk drive, flash memory, or devicecapable of reading data from at least one non-volatile computer-readablemedium. The RAM 708, the storage memory 710, and/or othercomputer-readable media (not depicted) within computing device 700 maybe configurable to store instructions and/or data related to theimplementation of any feature or combination of features described abovewith reference to FIGS. 1-5.

The graphics subsystem 712 is configurable to generate graphics data todisplay graphics such as the graphics described above with reference toFIGS. 1-6. Display device 714 is capable of rendering the data sent fromthe graphics subsystem 712 in a visual format. The display device 714may be, for example, a monitor or television display, a plasma display,a liquid crystal display (LCD), or a display based on technologies suchas front or rear projection, light emitting diodes (LEDs), organiclight-emitting diodes (OLEDs), or Digital Light Processing (DLP). Thedisplay device 714 may be included within an external casing thatencloses the computing device 700, or may be implemented externally tothe computing device 700 and coupled to the computing device 700 via oneor more wired or wireless interfaces.

As used herein, the term “processor” broadly refers to and is notlimited to a single- or multi-core general purpose processor, a specialpurpose processor, a conventional processor, a digital signal processor(DSP), a plurality of microprocessors, one or more microprocessors inassociation with a DSP core, a controller, a microcontroller, one ormore Application Specific Integrated Circuits (ASICs), one or more FieldProgrammable Gate Array (FPGA) circuits, any other type of integratedcircuit (IC), a system-on-a-chip (SOC), and/or a state machine. Whenreferred to herein, the term “computer-readable storage medium” broadlyrefers to and is not limited to a register, a cache memory, a read-onlymemory (ROM), a semiconductor memory device (such as a Dynamic RandomAccess Memory (D-RAM), Static RAM (S-RAM), or other RAM, a magneticmedium such as a flash memory, a hard disk, a magneto-optical medium, anoptical medium such as a CD-ROM, a digital versatile disk (DVDs), orBlu-Ray disc (BD), other volatile or non-volatile memory, or other typeof device for electronic data storage.

As used herein, the term “display device” broadly refers to and is notlimited to a monitor or television display, a plasma display, a liquidcrystal display (LCD), or a display based on technologies such as frontor rear projection, light emitting diodes (LEDs), organic light-emittingdiodes (OLEDs), or Digital Light Processing (DLP). When referred tohereafter, the term “input device” broadly refers to and is not limitedto a keyboard, a mouse, a trackball, a scanner, a touch screen, a touchpad, a stylus pad, and/or other device that generates electronic signalsbased on interactions with a human user. Input devices may operate usingtechnologies such as Bluetooth, Universal Serial Bus (USB), PS/2, orother technologies for data transmission.

As used herein, the term “database” broadly refers to and is not limitedto a flat file, spreadsheet, structured file, relational database file,or any other form of organized data stored on a computer-readablestorage medium. As used herein, the terms “user interface element” and“display element” broadly refer to and are not limited to a window,icon, text box, menu, graphical button, list, region, area, widget,visual artifact, or other construct that may be displayed in a userinterface on a display device. A user interface element/display elementmay include other user interface elements/display elements.

Although features and elements are described above in particularcombinations, each feature or element can be used alone without theother features and elements or in various combinations with or withoutother features and elements. The sub-elements of the methods andfeatures as described above with respect to FIGS. 1-7 may be realized inany order (including concurrently), in any combination orsub-combination. Sub-elements described with reference to any singleFigure may be used in combination with the sub-elements described withreference to any other Figure or combination of other Figures.

What is claimed is:
 1. A system for use by a service desk department inan insurance or financial services company, the system comprising: atleast one communications interface configured: to receive callstatistics data from a call management system (CMS) database, whereinthe call statistics data includes data for each of a plurality ofservice desk agents for a given time period; and to receive service deskissue data from an issue tracking system database, wherein the servicedesk issue data includes data for each of the plurality of service deskagents for the given time period; wherein the call statistics data andthe service desk issue data relate to interruptions in service for oneor more systems related to: submitting insurance claims; processinginsurance claims; performing stock trades; maintaining compliance withinsurance laws; or maintaining compliance with Securities and ExchangeCommission (SEC) regulations. at least one processor configured to:store the call statistics data and the service desk issue data in aperformance metrics database; and obtain the call statistics data andthe service desk issue data from the performance metrics database; and adisplay device configured to display a user interface element, whereinthe user interface element includes, for each of the plurality ofservice desk agents; at least one area for displaying the callstatistics data obtained from the performance metrics database thatcorresponds to the service desk agent; and at least one area fordisplaying the service desk issue data obtained from the performancemetrics database that corresponds to the service desk agent.
 2. Thesystem of claim 1, wherein the call statistics data that the processoris configured to obtain from the performance metrics database includes,for each of the plurality of service desk agents: a total number ofcalls answered; or an average call length time; and wherein the servicedesk issue data that the at least one processor is configured to obtainfrom the performance metrics database includes, for each of theplurality of service desk agents: a total number of service desk ticketssubmitted; or a total number of service desk tickets resolved.
 3. Thesystem of claim 2, wherein the call statistics data that the processoris configured to obtain from the performance metrics database furtherincludes, for each of the plurality of service desk agents: an averagenumber of calls answered per hour; or a total break time amount.
 4. Thesystem of claim 2, wherein the service desk issue data that the at leastone processor is configured to obtain from the performance metricsdatabase further includes, for each of the plurality of service deskagents: a percentage of service desk tickets resolved; an average numberof tickets submitted per hour; an average number of tickets resolved perhour; a number of tickets assigned to the agent that have not beenupdated in a given time period; or a number of tickets that requirefollow up by the agent.
 5. The system of claim 1, wherein the at leastone processor is configured to obtain the call statistics data and theservice desk issue data from the performance metrics database usingHypertext Transport Protocol (HTTP), and wherein the user interfaceelement is a web browser window.
 6. The system of claim 1, wherein theuser interface element further includes an area that indicates a lasttime at which call statistics data and service desk issue data wereadded to the performance metrics database.
 7. A computer-implementedmethod for displaying service desk performance metrics, the methodcomprising: receiving call statistics data from a call management system(CMS) database, wherein the call statistics data includes data for eachof a plurality of service desk agents for a given time period; receivingservice desk issue data from an issue tracking system database, whereinthe service desk issue data includes data for each of the plurality ofservice desk agents for the given time period; storing the callstatistics data and the service desk issue data in a performance metricsdatabase; obtaining the call statistics data and the service desk issuedata from the performance metrics database; and displaying a userinterface element, wherein the user interface element includes, for eachof the plurality of service desk agents: at least one area fordisplaying the call statistics data obtained from the performancemetrics database that corresponds to the service desk agent; and atleast one area for displaying the service desk issue data obtained fromthe performance metrics database that corresponds to the service deskagent.
 8. The method of claim 7, wherein the call statistics data andthe service desk issue data relate to interruptions in service for oneor more systems related to: submitting insurance claims; processinginsurance claims; performing stock trades; maintaining compliance withinsurance laws; or maintaining compliance with Securities and ExchangeCommission (SEC) regulations.
 9. The method of claim 7, wherein the callstatistics data obtained from the performance metrics database includes,for each of the plurality of service desk agents: a total number ofcalls answered; or an average call length time; and wherein the servicedesk issue data obtained from the performance metrics database includes,for each of the plurality of service desk agents: a total number ofservice desk tickets submitted; or a total number of service desktickets resolved.
 10. The method of claim 9, wherein the call statisticsdata obtained from the performance metrics database further includes,for each of the plurality of service desk agents: an average number ofcalls answered per hour; or a total break time amount.
 11. The method ofclaim 9, wherein the service desk issue data obtained from theperformance metrics database further includes, for each of the pluralityof service desk agents: a percentage of service desk tickets resolved;an average number of tickets submitted per hour; an average number oftickets resolved per hour; a number of tickets assigned to the agentthat have not been updated in a given time period; or a number oftickets that require follow up by the agent.
 12. The method of claim 7,wherein the call statistics data and the service desk issue data isobtained from the performance metrics database using Hypertext TransportProtocol (HTTP), and wherein the user interface element is a web browserwindow.
 13. The method of claim 7, wherein the user interface elementfurther includes an area that indicates a last time at which callstatistics data and service desk issue data were added to theperformance metrics database.
 14. A system for displaying service deskperformance metrics, the system comprising: at least one communicationsinterface configured to: receive call statistics data from a callmanagement system (CMS) database, wherein the call statistics dataincludes data for each of a plurality of service desk agents for a giventime period; and receive service desk issue data from an issue trackingsystem database, wherein the service desk issue data includes data foreach of the plurality of service desk agents for the given time period;at least one processor configured to: store the call statistics data andthe service desk issue data in a performance metrics database; andobtain the call statistics data and the service desk issue data from theperformance metrics database; and a display device configured to displaya user interface element, wherein the user interface element includes,for each of the plurality of service desk agents: at least one area fordisplaying the call statistics data obtained from the performancemetrics database that corresponds to the service desk agent; and atleast one area for displaying the service desk issue data obtained fromthe performance metrics database that corresponds to the service deskagent.
 15. The system of claim 14, wherein the call statistics data andthe service desk issue data relate to interruptions in service for oneor more systems related to: submitting insurance claims; processinginsurance claims; performing stock trades; maintaining compliance withinsurance laws; or maintaining compliance with Securities and ExchangeCommission (SEC) regulations.
 16. The system of claim 14, wherein thecall statistics data that the processor is configured to obtain from theperformance metrics database includes, for each of the plurality ofservice desk agents: a total number of calls answered; or an averagecall length time; and wherein the service desk issue data that the atleast one processor is configured to obtain from the performance metricsdatabase includes, for each of the plurality of service desk agents: atotal number of service desk tickets submitted; or a total number ofservice desk tickets resolved.
 17. The system of claim 16, wherein thecall statistics data that the processor is configured to obtain from theperformance metrics database further includes, for each of the pluralityof service desk agents: an average number of calls answered per hour; ora total break time amount.
 18. The system of claim 16, wherein theservice desk issue data that the at least one processor is configured toobtain from the performance metrics database further includes, for eachof the plurality of service desk agents: a percentage of service desktickets resolved; an average number of tickets submitted per hour; anaverage number of tickets resolved per hour; a number of ticketsassigned to the agent that have not been updated in a given time period;or a number of tickets that require follow up by the agent.
 19. Thesystem of claim 14, wherein the at least one processor is configured toobtain the call statistics data and the service desk issue data from theperformance metrics database using Hypertext Transport Protocol (HTTP),and wherein the user interface element is a web browser window.
 20. Thesystem of claim 14, wherein the user interface element further includesan area that indicates a last time at which call statistics data andservice desk issue data were added to the performance metrics database.21. A computer-readable medium having processor-executable instructionsstored thereon which, when executed by at least one processor, willcause the at least one processor to perform a method for displayingservice desk performance metrics, the method comprising: receiving callstatistics data from a call management system (CMS) database, whereinthe call statistics data includes data for each of a plurality ofservice desk agents for a given time period; receiving service deskissue data from an issue tracking system database, wherein the servicedesk issue data includes data for each of the plurality of service deskagents for the given time period; storing the call statistics data andthe service desk issue data in a performance metrics database; obtainingthe call statistics data and the service desk issue data from theperformance metrics database; and displaying a user interface element,wherein the user interface element includes, for each of the pluralityof service desk agents: at least one area for displaying the callstatistics data obtained from the performance metrics database thatcorresponds to the service desk agent; and at least one area fordisplaying the service desk issue data obtained from the performancemetrics database that corresponds to the service desk agent.
 22. Thecomputer-readable medium of claim 21, wherein the call statistics dataand the service desk issue data relate to interruptions in service forone or more systems related to: submitting insurance claims; processinginsurance claims; performing stock trades; maintaining compliance withinsurance laws; or maintaining compliance with Securities and ExchangeCommission (SEC) regulations.
 23. The computer-readable medium of claim21, wherein the call statistics data obtained from the performancemetrics database includes, for each of the plurality of service deskagents: a total number of calls answered; or an average call lengthtime; and wherein the service desk issue data obtained from theperformance metrics database includes, for each of the plurality ofservice desk agents: a total number of service desk tickets submitted;or a total number of service desk tickets resolved.
 24. Thecomputer-readable medium of claim 23, wherein the call statistics dataobtained from the performance metrics database further includes, foreach of the plurality of service desk agents: an average number of callsanswered per hour; or a total break time amount.
 25. Thecomputer-readable medium of claim 23, wherein the service desk issuedata obtained from the performance metrics database further includes,for each of the plurality of service desk agents: a percentage ofservice desk tickets resolved; an average number of tickets submittedper hour; an average number of tickets resolved per hour; a number oftickets assigned to the agent that have not been updated in a given timeperiod; or a number of tickets that require follow up by the agent. 26.The computer-readable medium of claim 21, wherein the call statisticsdata and the service desk issue data is obtained from the performancemetrics database using Hypertext Transport Protocol (HTTP), and whereinthe user interface element is a web browser window.
 27. Thecomputer-readable medium of claim 21, wherein the user interface elementfurther includes an area that indicates a last time at which callstatistics data and service desk issue data were added to theperformance metrics database.